Health assured faces BACP accreditation suspension after BBC investigation reveals ‘eavesdropping’ on confidential calls

The UK’s largest provider of workplace mental health services, Health Assured, has had its counselling service accreditation suspended by the British Association for Counselling and Psychotherapy (BACP) following a BBC investigation. The investigation uncovered that the company allowed corporate clients to “eavesdrop” on confidential helpline calls without the knowledge or consent of the callers. This BACP accreditation suspension highlights significant breaches in confidentiality and trust.

This practice was revealed by BBC Radio 4’s File on 4 programme, which reported that Health Assured permitted representatives from companies, which had engaged its services, to listen in on helpline calls. Counsellors at Health Assured described the practice as “highly inappropriate” and “unethical,” raising concerns about potential breaches of privacy and data protection laws.

Health Assured, which provides Employee Assistance Programme (EAP) services to 13 million workers across the UK and Ireland, had previously advertised itself as the only BACP-accredited EAP provider, a key selling point for its services. However, the accreditation suspension by the BACP calls into question the ethical practices of the company.

The BACP stated that the suspension would remain in place pending the outcome of the investigation, which could result in conditions being placed on Health Assured’s membership or the permanent withdrawal of its accreditation.

Health Assured’s CEO, Bertrand Stern-Gillet, responded by affirming the company’s commitment to complying with all industry standards and welcomed the BACP’s investigation, expressing confidence in demonstrating their adherence to professional guidelines. He also stated that Health Assured is dedicated to resolving the issues leading to the BACP accreditation suspension and restoring trust.

Analysis

Political: The suspension of Health Assured’s accreditation raises significant concerns about the regulation of workplace mental health services. This case could prompt calls for stricter oversight and more robust ethical guidelines within the industry to ensure the protection of confidential information. Policymakers may need to consider whether existing data protection laws are sufficient to safeguard the privacy of individuals using mental health services provided by employers.

Social: The revelations have profound implications for the trust employees place in workplace mental health services. Confidentiality is a cornerstone of mental health support, and breaches of this nature could deter individuals from seeking help. This incident may lead to broader discussions about the transparency and accountability of mental health providers and the need for employees to be fully informed about the confidentiality of the services they use.

Racial: This issue could have particular significance for minority groups who might already face barriers to accessing mental health support. Breaches of confidentiality could exacerbate fears of discrimination or misuse of personal information, further deterring individuals from seeking help. Ensuring that all employees, regardless of background, can trust in the confidentiality of mental health services is essential for equitable access to support.

Gender: The breach of confidentiality in mental health services could disproportionately impact women, who may already be more vulnerable to mental health issues related to workplace stress, harassment, or discrimination. Trust in the privacy and integrity of these services is critical, especially for women who might be dealing with sensitive issues. The outcome of this investigation could influence how mental health services are perceived and used by women in the workplace.

Economic: The economic implications for Health Assured could be significant if the BACP decides to permanently withdraw the company’s accreditation. Loss of accreditation could lead to a decline in client trust and potential financial losses as companies might seek alternative providers. This case also highlights the importance of ethical practices in maintaining a company’s reputation and financial stability within the mental health service industry.